You can make changes to the Translate Conversations Settings that apply to all users. These control if the Auto-Translate of Inbound messages is on or off, whether or not the original message in a translated Outbound message is added as an internal comment and when that note is added, and whether the translation of a customer message is shown under the customer's name. You can also select any languages to exclude from the translations. You can also set a Zendesk Tag that is added to the ticket when the customer messages and/or the replies are translated.
In this Article
Displaying the Settings
Auto-translate inbound messages
Show inbound translated note as customer
Add original as internal comment
Exclude languages
Add tag to translated tickets
Add a disclaimer to translated agent replies
Displaying the Settings
Display the Settings page from the Translate Conversations configuration.
If changes are made to the Settings, click Save to save the changes.
Auto-translate inbound messages
When Auto-translate inbound messages is enabled, inbound messages will be automatically translated to the agent's language. This setting can be overwritten by each agent in their own workspace using the selections in the Translate Conversations app in the Ticket Sidebar.
Show inbound translated note as customer
By default, the internal note holding the translation of a customer's message is added under the agent's name, which can read as though the agent wrote it.
When Attribute the inbound translated note to the customer is enabled, the note is added under the customer's name instead, directly below their original message.
This applies to inbound messages only. The note added when an agent translates a reply is always shown under the agent's name.
Add original as internal comment
When Add original as internal comment is enabled, the app will add the agent's original message as an internal comment when they translate an Outbound message. For an example, refer to Using Translate Conversations.
There are two options for when the note is added:
- Add original when translating outbound — the note is added when the agent clicks Submit. This is the default.
- Add the note right after translating, instead of waiting until the ticket is submitted — the note is added as soon as the agent clicks Translate, without waiting for the ticket to be submitted. Use this if your agents work on Messaging tickets, or if a ticket may be handed to another agent before it is submitted.
The second option is only available when Add original when translating outbound is enabled. If you turn that off, the second option is cleared with it.
To avoid this, enable Add the note right after translating, instead of waiting until the ticket is submitted. The note is then added when the agent clicks Translate, so no Submit is needed.
Exclude languages
When any languages are selected for Exclude languages, any Inbound or Outbound message in these languages will not be translated. You can select any of the languages that have been enabled in your Admin Center.
Add tag to translated tickets
You can also set a Zendesk Tag that is added to the ticket when the customer messages and/or the replies are translated.
Add the Tags in lowercase without any spaces.
Add a disclaimer to translated agent replies
You can add a Disclaimer to let customers know that the agent replies were translated with AI. The message can be set to be added before or after the reply.
The text in the Disclaimer is translated to the relevant language and added to the outbound comments. The disclaimer is visible to the customer. If there is nothing added as the disclaimer text, it will not be included in the outbound comments.
- Enter the text to be added to all outbound comments.
- Select whether to insert the disclaimer at the start of end of the message.